Andy Ewing

Review of The St. Regis Singapore

As much as the St. Regis Singapore touts it's qual...

As much as the St. Regis Singapore touts it's quality, it sorely lacks in customer service and care for it's guests. My stay was during the Donald Trump/Kim Jong-Un summit, of which Kim Jong-Un was staying at the St. Regis. What the hotel failed to do was mention this during checkin or at anytime during the process.

Needless to say, we were quite surprised when the hotel had airport-level security at the front entrance, was surrounded by Singapore Police armed with assault rifles and snipers from the rooftops. The lobby wasn't much better, as it was swarmed with North Korean officials, hustling us up packed elevators and constantly shouting. Effectively, what was supposed to be a place of relaxation for an Eastern Asian vacation became riddled with stress and we actively avoided the hotel as much as possible.

I raised the concerns above to management, and to say they met my concerns with tone-deafness and apathy would be an understatement. The response I got from them is as follows:

"Greetings from the St. Regis Singapore!

My name is Shahryl, the Duty Manager of the hotel. I truly appreciate the feedback about your recent stay at the St. Regis Singapore. It is our goal to provide superior service to all our guests and consistent accommodations. Your comments are very important to us for future improvements. Mr Ewing, please accept my sincerest apologies for a stay that did not meet your expectations. I would also like to thank you for taking the time to explain your experience in detail for us to move forward into places we can improve in similar situations. Please do let me know when you are planning to come back to The St. Regis Singapore and I will ensure seamless service during your stay or contact me if there is anything else I may assist you with, I am at your entire discretion. Have a great day ahead!

Respectfully,
Shahryl Kamaruddin
Duty Manager"

I was taken aback by how little care the St. Regis had for an issue that dramatically affected guest experience. I'm definitely not staying at this hotel again, and based on the feedback I received I think I will also actively avoid Starwood Hotels in the future.